Engagement Manager

TEK Systems; Chicago (IL); On-site; USD 115,000 - 165,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

Critical Illness, Accident, and Health

401(k) Retirement Plan

Life Insurance

Short and Long-Term Disability

Health Spending Account (HSA)

Transportation Benefits

Employee Assistance Program

Paid Time Off

Job summary

TEKsystems Global Services is seeking a Senior Engagement Manager in Chicago to lead delivery health, client experience, and governance for enterprise customers. You will partner with TEKsystems leadership, engagement managers, and service desk teams to ensure consistent delivery and measurable business value.

You will coach Engagement Managers and Delivery Leads, manage escalations, and drive service improvements while aligning staffing and pricing with contract requirements.

Qualifications

• 7+ years in IT services delivery or related leadership.
• 3+ years leading customer-facing delivery teams in managed services.
• Experience with complex enterprise clients in regulated environments.
• Strong ITIL-delivery, incident and escalation concepts.
• Experience creating ServiceNow reporting, dashboards and trends.
• Experience managing resource plans, schedules and staffing.
• Knowledge of financial governance, budgeting and change orders.
• Strong executive communication translating ops into business impact.

Responsibilities

• Own operational health and client experience for delivery.
• Governance cadence: weekly syncs, reviews, escalations.
• Translate performance into executive-ready updates.
• Oversee service desk, field services, provisioning, support.
• Monitor incidents, requests, SLA/OLA, backlog and trends.
• Lead coaching and development of Engagement Managers and leads.
• Coordinate during escalations and major incidents.
• Support financial health and staffing decisions.

Skills

Executive communication

Client relationship

Delivery governance

ServiceNow reporting

Leadership

Escalation management

Operational ownership

Tools

ServiceNow

Job description

Description

Think of TEKsystems Global Services (TGS) as the growth solution for enterprises today. We unleash growth through technology, strategy, design, execution and operations with a customer-first mindset for bold business leaders. We deliver cloud, data and customer experience solutions. Our partnerships with leading cloud, design and business intelligence platforms fuel our expertise. We value deep relationships, dedication to serving others and inclusion. We drive positive outcomes for our people and our business, and we stay true to our commitments and act in harmony with our words. We exist to create significant opportunity for people to achieve fulfillment through career success.

Ready to join us?

Here’s what the opportunity supported through our TGS Talent Acquisition Team requires:

The Senior Engagement Manager is the Senior delivery leader responsible for operational health, client experience, financial governance, service performance, escalation management, and leadership alignment for the customer.

This role partners with TEKsystems delivery leadership, Engagement Managers, Delivery Leads, service desk, field services, account leadership, practice partners, and customer stakeholders to ensure consistent delivery and measurable business value.

Core Responsibilities

Client Relationship and Governance

• Serve as Senior operational point of contact for customer.
• Maintain governance cadence for weekly syncs, business reviews, operational reviews, and escalation checkpoints.
• Translate delivery performance, risks, and improvements into clear executive-ready updates.
• Align TEKsystems and customer on service expectations, scope, support models, priorities, and ownership.

Service Delivery Oversight

• Oversee service desk, field services, account provisioning, and related support functions.
• Monitor incidents, requests, tasks, interactions, backlog, aging tickets, SLA/OLA performance, and recurring issues.
• Drive ticket hygiene, reporting consistency, root cause follow-up, and action item accountability.
• Support service model changes, on-call expectations, after-hours processes, and stakeholder communications.

Leadership and Team Development

• Provide coaching and mentorship to Engagement Managers, Delivery Leads, team leads, and operational support leaders.
• Set expectations for ownership across performance reporting, issue resolution, client communication, and team accountability.
• Create consistency across delivery routines, escalation paths, documentation standards, and account ownership.

Escalation and Major Incident Support

• Lead or coordinate Senior delivery involvement during escalations, service disruptions, major incidents, and urgent client-impacting events.
• Clarify escalation paths, communication expectations, and support roles during major incidents.
• Drive post-incident action tracking, lessons learned, documentation updates, and communication improvements.

Financial, Contract, and Risk Governance

• Support project financial health, pricing changes, PCRs, change orders, revenue impacts, gross profit awareness, and labor alignment.
• Partner with account leadership, finance, practice teams, and delivery leadership to ensure staffing and scope decisions are financially sound.
• Identify operational, financial, legal, compliance, labor-sensitive, staffing, and client satisfaction risks early.
• Escalate sensitive data, compliance, reporting, or workforce topics through the appropriate internal channels.

Continuous Improvement

• Identify process gaps, recurring issues, automation opportunities, documentation needs, and service maturity improvements.
• Support knowledge management, self-service adoption, ServiceNow workflow improvement, ticket deflection, and field services optimization.
• Use data to recommend staffing changes, service-level refinements, workflow changes, and client communication improvements.

Required Qualifications

• 7+ years in IT services delivery, managed services, engagement management, program management, service desk operations, field services, or related delivery leadership.
• 3+ years leading customer-facing delivery teams in a managed services or outsourced services environment.
• Experience managing complex enterprise clients, preferably in healthcare, academic medical center, or regulated environments.
• Strong understanding of ITIL-aligned delivery, incident/request management, SLA/OLA concepts, escalation management, and continuous improvement.
• Experience with creating ServiceNow reporting, ticket hygiene, dashboards, backlog management, and performance trends.
• Experience managing resource plans, schedules, coverage models, delivery capacity, and staffing impacts.
• Working knowledge of financial governance, pricing discussions, budget tracking, forecasting, PCRs, change orders, or contract delivery management.
• Strong executive communication skills with the ability to translate operational details into business impact.

Core Competencies

• Strategic client leadership: Builds trusted stakeholder relationships and aligns delivery to client outcomes.
• Operational ownership: Maintains accountability for service performance, staffing visibility, escalations, reporting, and delivery execution.
• Financial acumen: Understands how staffing, scope, pricing, utilization, service levels, and contract changes impact delivery sustainability.
• Coaching and team development: Builds EM and Delivery Lead capability while creating consistent account ownership.
• Risk management: Identifies delivery, compliance, labor, client, and financial risks early and escalates appropriately.
• Continuous improvement: Uses service data and stakeholder feedback to improve processes, workflows, documentation, and end-user experience.

Job Type & Location

This is a Permanent position based out of Chicago, IL.

Pay and Benefits

The pay range for this position is $115000.00 - $165000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc.

• Medical, Dental, and Vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life and AD&D for employee and dependents)
• Short and Long-Term Disability
• Health Spending Account (HSA)
• Transportation Benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Chicago,IL.

Application Deadline

This position is anticipated to close on Sep 8, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands‑on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI)

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.